Assistant Claims Manager - Motor

Assistant Claims Manager -Motor – Personal Injury

Ipswich, UK

As an Assistant Claims Manager you willbe responsible for managing a small claims teamwithin the motor claims department and providing support to the MotorClaims Manager in the day to day running of the team including incoming work and resource allocation, engagement with the Underwriters and other Stakeholders attaching to the Motor Claims portfolio. Pro-actively managing a small claims caseload and providing guidance, instruction and clear development pathways to direct reports.

Leading by example to deliver technical expertise and audit excellence for all direct reports. Demonstrate pro-activity throughout the claim lifecycle for all claims, owned and referred.

Key to success is collaboration. Working with Claims Leadership, including AXA Group Management, Claims Handlers, Underwriters, Actuaries, Legal, CDAG and other departments, you will need to deliver the best customer experience, internally and externally. As the customer expectation and the business continue to evolve, the service provided will have to mirror this change and all Claims staff will be expected to focus on continuing improvement. This is very much part of the company philosophy.

The successful candidate will become an integral part of the wider Motor Claims Department but will ultimately be responsible for managing a small team of Personal Injury Claim Handlers.

DISCOVERyour opportunity

What will your essential responsibilities include?

·Managing own caseload of complex claims in accordance with the global guidelines.

·Oversight, guidance and development of team members and direct reports and their work portfolios, including coverage analysis, investigation, evaluation, reserving and resolution of a book of Motor Claims in accordance with the GCHP.

·Management and oversight of key partners, ensuring quality of service in all of our jurisdictions and compliance with the contractual obligations they are obliged to deliver.

·Stakeholder management attaching to the Delegated Book – CDAG and TPA audit team included

·Management and oversight of other partners in all jurisdictions, including Adjusters, Lawyers and other experts, facilitating delivery of the service level we are committed to. Performance, benchmarking and fairness to the customer all intrinsic to this aspect. Working with Procurement and Vendor Management in this regard.

·Manage your own portfolio of claims and oversee those of your direct reports. This may include trend analysis, large loss reporting, Watchlist and RTM meetings and Alternative Dispute Resolution initiatives.

·Assist the Motor Claims Management Team with the strategic relationship of Brokers, clients, Actuaries, Practice and Underwriters relative to the portfolio, including presenting at new business/renewal pitches and client training seminars.

·Work with the Delegated team and Claims Management on deliverables for the Group Standard requirements ensuring effective implementation and oversight throughout.

·Continue to enhance and develop the relationships with the delegated partners to ensure service delivery

·Work with Delegated Authority Team to review and improve documentation and process for onboarding, oversight and removal of key partners.

·Work with Claims Management on statics and incompletes initiatives reporting to the Leadership Team where required

·Support underwriting teams and partners in connection with claim trends, marketing and business development and retention activities.

·Review, evaluate and manage external vendor relationships by portfolio.

·Oversight of Enterprise Shared Services where required, including monitoring progress, providing advice and guidance to ensure high customer service levels are maintained.

·Maintain necessary reporting and controls across the team and ensure the AXA XL Claim Alert process is followed. Drive culture of continuous improvement and learning.

·Work with Management, Claims Legal and handlers to identify and select appropriate counsel. Pro-actively manage litigation strategy on largest / complex claims and ensure local adherence to litigation management principles.

·Manage workload and resource allocation across the direct reports, considering expertise, claim complexity, workload, and other considerations.

·Assist Motor Claims Manager to project manage key initiatives within product line and execute within agreed timescales.

·Active participation and accountability for the Quality Review Process for area of responsibility, continually looking for ways to improve.Assist working with key stakeholders on process review and improvement.

·Provide excellent customer service to policyholders and brokers and ensure the same high customer service standards are upheld by all colleagues.Continually identify areas where client experience can be improved.

·Focus on direct reports performance, development and success. Active involvement in technical coaching, as well as wider development, including identification and progression of high performers and promotion of a culture of constructive feedback within the team.

·Participate in Extended Claims Leadership meetings as well as on global strategic projects as required

·Validate and authorize absence on team during Manager’s absence ensuring calendars and records up to date.

·Group Standards. In addition to the exacting standards of the GCHP, the role will include the ongoing management and delivery of the AXA Group Standards. Engagement with the Management and Leadership teams will form part of the role, as will adapting to changing expectations. This is a demanding and dynamic component, and flexibility and adaptability is key.

You will report to the Motor Claims Manager.

SHARE your talent

We’re looking for someone who has these abilities and skills:

·ACII or Bachelor’s degree desired but not essential.

·Experience in handling Motor Personal Injury claims off all complexities

·Experience in handling general Motor claims including Accident Damage and Third Party Property Damage including Credit Hire.

·Experience influencing and leading the Market

·Good knowledge of the UK legal framework

·Experience implementing new market initiatives and managing change

·Project management and performance delivery

·Experience in completing internalaudits

·Influencing & Negotiation

oAbility to coach the team members to achieve required results, managing internal and external relationships proactively and overseeing ESS, influencing to ensure results are optimized. Ability to communicate and influence underwriters and the market, including handling complaints effectively as well as representing Motor Claims at key Management or market meetings.

·Critical & Strategic Thinking

oAbility to manage resources including team workload allocation and pro-active management of vendor and TPA relationships to deliver on Product strategy. Ability to take a pre-emptive problem management, solution generation and resolution approach.

oManagement of conflict

·Communication

oAbility to convey information in a clear, concise way to team, to senior management and to peers.

oTo act as a leader and ambassador for AXA XL claims, presenting confidently and effectively at broker and client events, management engagements and team meetings. To support underwriting teams and partners in connection with claim trends, marketing and business development/retention activities.

oExcellent communications at all levels required

·Organisation

oAbility to organise the team to ensure work is being done in the most effective way and SLAs are being met. Skilled at working independently with minimal supervision from manager.

·Continuous Improvement

oAbility to look for ways to improve day to day work of direct report(s) and the wider Motor Team

FIND your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Inclusion & Diversity